Discover how Maxor National Pharmacy Services, LLC partnered with Observe.AI to coach its member advocates more efficiently and effectively, resulting in a 7% reduction in average handle time. 📉 Challenge: Maxor National Pharmacy Services, LLC always strives to deliver top-tier customer service, balancing operational efficiency with excellent care. However, attracting and retaining talent, coaching, and fostering career development among member advocates posed significance challenges. Solution: Maxor National Pharmacy Services, LLC turned to Observe.AI for a solution. They implemented Screen Recording and Agent Performance and Coaching capabilities to gain insights into member advocates' screen activity during calls and understand their challenges. 📊💡 🔗 Read their success story here: https://lnkd.in/gaFxtjFG
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"A customer’s priorities may be both explicit (stated clearly or obvious) and implicit (unsaid or unexpected). Understanding the scope and interdependence of these priorities allows you to better address each customer’s implicit needs and help you deliver a higher level of service." #ElevanceHealth #ContinuingEducation #CustomerService #Percipio
Customer Service: Interpreting Customers’ Service Priorities • Delaney Duigou • Skillsoft® Digital Badge: Customer Service: Interpreting Customers’ Service Priorities
skillsoft.digitalbadges.skillsoft.com
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In the rapidly evolving world of medical devices, exceptional customer care is more than just a service—it’s a commitment to building strong, lasting relationships. As a Customer Success Manager, I believe that our relationship with customers doesn’t end when a device is delivered. It’s just the beginning. Here’s why dedicated customer care and service are crucial to me: 1. Trust and Reliability: Strive to be someone customers can rely on for critical tools that impact patient care. Being responsive, knowledgeable, and supportive is essential to earning their trust. 2. Proactive Support: Regular check-ins and proactive maintenance are key to ensuring devices perform at their best, reducing downtime, and enhancing user confidence. 3. Feedback Loop: Listening to customers’ needs and experiences helps drive innovation and improvement. Their insights are invaluable to me in enhancing product development. 4. Educational Resources: Providing comprehensive training and resources empowers customers to utilize devices effectively, maximizing their benefits and ensuring optimal outcomes. 5. Personalized Solutions: Every customer is unique. Tailoring support to fit their specific needs strengthens our partnership and ensures they get the most from the products we provide. Building strong relationships is a cornerstone of my mission as a Customer Success Manager. Together, we can achieve great outcomes and advance healthcare standards. #CustomerSuccess #HealthcareInnovation #CustomerCare #BuildingRelationships
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"Improving customer satisfaction has a positive impact on profitability." - Bob Hajek With Bob's vast experience in the healthcare and life sciences industries, he understands that satisfied customers are typically loyal repeat buyers and are advocates for one's brand, generating positive referrals that can lead to increased revenue and reduced costs of customer acquisition. He also knows satisfied customers are often willing to pay a premium for products or services they value highly, contributing to higher profit margins. So, how does one ensure customer satisfaction? You can start by creating a tailored customer-centric approach. To do this, Bob suggests: -Mapping the customer journey -Utilizing customer data to offer personalized recommendations, content, and solutions that align with individual needs -Deploying transparency and trust -Building relationships that foster innovation by anticipating needs and staying ahead of expectations -Employing continuous improvement initiatives, success measurement, and tracking progress Interested in learning more? Visit https://lnkd.in/eXcWDeby to learn more about Bob and his expertise. #customercentricity #customerfocused #businessstrategy #customerrelationship #profitablegrowth
Bob Hajek - Interim Fractional CEO, COO, CPO Healthcare | TechCXO
https://www.techcxo.com
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If you’re wondering how to capture real-time patient feedback and quickly resolve issues 24/7. Then Excellence 24/7 has the solution. We have developed a comprehensive 24/7 patient outreach program that enables healthcare organizations to receive real-time patient feedback and quickly respond to any issues or concerns. Our comprehensive patient outreach program enables healthcare organizations to: → Proactively solicit staff input to improve engagement. → Get real-time alerts to staff when new feedback comes in. → Customize their program to fit each client's specific needs. → Drive accountability through responsive 24/7 issue resolution. → Standardize documentation of issues, actions taken, and resolution. → Amplify all voices with facility-wide QR codes for visitors and employees. → Access user-friendly reports to effortlessly track and analyze patient responses. → Receive instant patient feedback with customized QR codes for mobile submission. Additionally, Excellence 24/7 also equips healthcare organizations with the tools needed to connect better with patients and staff for: ↳ Stronger engagement ↳ Continuous improvement ↳ Ethical, people-focused care Our process is fully customizable to each client's specific needs and priorities. Responsive patient feedback, engaged employees, and accountable follow-up are crucial for positive healthcare organizations. This program enables clients to connect better with patients and staff for stronger engagement, ethical care, and continuous improvement. Customer satisfaction has been and will always be our number one priority. P.S. Want to learn more? DM me to see how our real-time patient feedback can benefit your organization.
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A behind the scenes look to https://lnkd.in/guMdwMkX The first time I was introduced to ProcedureFlow was with the intent of just playing around with the tool to see if it was potentially something I could use when I was a trainer back in 2021. I didn't have much time to invest looking at the tool as we had National Botox Day on the horizon and rapidly approaching. We were just weeks away! I felt confident about the approaching day as KPI's were in place and training was ready to go with hopefully only a few minor changes to make before the big day. I'll never forget the call when my manager informed me that we would be using outsourced agents for the day of Botox day and I needed to have training ready to go, except there were several limitations I was presented regarding available information, lack of systems use, and time for training with the vendor. I would like to say I didn't panic a bit inside, but I've also never shied away from a challenge either. Late that night I couldn't sleep and started playing around with Procedure Flow to take my mind off things when it struck me that I could map out almost everything for the vendor and solve most of the problem of limitations I was presented with. It was a risk with a tool that no one was familiar with and so close to the big day. As I walked into a meeting next day with my manager and a few others, I took a deep breath and thought, "go big or go home.” I just needed 1 person to believe that my idea would work. That person was my manager at the time Marlem C. The big day arrived, and it was go time! As the day progressed, we met each challenge with speed and accuracy with the tool. Survey results at the end of the day mirrored what I believed would work. I was ecstatic! The data we measured against the KPI’s turned out to better than I had expected or hoped for. I went back to re-check to make sure I was seeing the numbers correctly. That got me thinking. What else could I fix with this tool? The sky was the limit now as I approached many facets of training, transferring calls and much more.
Allergan Aesthetics - Customers | ProcedureFlow
procedureflow.com
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🌟 Are you struggling to manage customer complaints efficiently in the Biopharma sector? We know how critical a quick and accurate response is in an industry that enhances patient lives. Let's face it: lagging in complaint handling can significantly mar your brand's reputation and patient trust. 💡 Key Features of Helpdesk Software for Efficient Complaint Handling in Biopharma: ➡️ Ticket Management: A centralized platform ensures every complaint is tracked and assigned efficiently. ➡️ Automation and Workflow: Auto-assign complaints to the right teams, reducing delays and miscommunication. ➡️ Knowledge Base Integration: Quick access to product info to resolve customer issues. ➡️ Collaboration Tools: In-built features to facilitate seamless communication between teams. ➡️ Reporting and Analytics: Gain insights into complaint trends and KPIs for continuous improvement. By embedding these features into your processes, you're not just resolving complaints but enhancing product quality and, more importantly, patient outcomes. Learn more about optimizing your complaint-handling strategy ➡️https://lnkd.in/guzA583H 💬 We'd love to hear your thoughts! Have you implemented helpdesk software in your Biopharma operations? How has it impacted your complaint-handling efficiency? 💬 #biopharma #lifesciences #medicaldevices #complainthandling #customerservice #helpdesksoftware 🌟
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You know why I'm so focused on patient communications and customer service here at Retainers For Life? It's because I've had my fair share of frustrating experiences myself, dealing with companies like UPS and Amazon where customer service fell short—bots, endless automated menus, the whole ordeal. Those experiences were lessons in what not to do. At Retainers For Life, we're rewriting the script. We're meticulous about who answers the phone—they must embody empathy, have a calming presence, and be equipped with the tools and authority to ensure every patient leaves happy. Gone are the days of impersonal bots and scripted responses. We're ushering in a new era where genuine, effective customer care is the norm. One such tool we're arming our team with is educational videos. These can be used in our FAQs, sent via text to our patients, and even shared during live chats to provide instant, clear guidance. By empowering our team with these resources, we ensure they can offer immediate, helpful information, enhancing the overall patient experience. Our goal is to make every interaction smooth and satisfying, reflecting the care and attention we put into every aspect of our service.
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Rph- Supplements & Cosmetics Specialist | W.H.O Trained Palliative Care Professional | Crypto Enthusiast"
Managing medication expiration dates( Expiry) in a pharmacy is crucial for ensuring the safe and effective dispensing of medications, complying with regulations, optimizing inventory, and controlling costs. Effective expiry management involves accurately labeling and tracking expiration dates, conducting regular inventory audits, and implementing a First-In-First-Out (FIFO) inventory system. It also requires training staff on expiry management procedures, establishing a process for recalling expired or recalled products and ensuring proper disposal of unusable products. Additionally, it's important to regularly review and update expiry management policies to stay current with best practices. By implementing effective expiry management practices, pharmacies can uphold patient safety and trust, reduce waste and costs, improve inventory management and efficiency, maintain regulatory compliance, and enhance their reputation and credibility in the community. is expiry closely related to cx -staff relationships? if you think yes Here are some key points for effective communication with customers in a pharmacy setting: 1. Using clear and concise language 2. Actively listening to customers 3. Demonstrating empathy and understanding 4. Maintaining a non-judgmental attitude 5. Exercising patience and displaying a calm demeanor 6. Respecting confidentiality 7. Utilizing open-ended questions to gather information( which I Improved) 8. Providing clear explanations and instructions 9. Confirming understanding and addressing any concerns 10. Following up to ensure customer satisfaction Other considerations include: 1. Being mindful of verbal and non-verbal cues such as body language and tone 2. Cultural sensitivity and awareness 3. Addressing language barriers and providing necessary accommodations, such as interpreters and translation services 4. Using visual aids such as diagrams and pictures for conveying complex information 5. Providing written instructions and printed materials 6. Using phone and email communication for follow-up and support 7. Offering patient education and counseling 8. Addressing concerns and complaints promptly 9. Showing appreciation and gratitude 10. Seeking continuous improvement through customer feedback. Effective communication is crucial for building trust, ensuring patient safety, and creating a positive customer experience, ultimately leading to increased customer loyalty and satisfaction. UAE Healthcare Community
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Imagine taking your average customer onboarding time from 213 days to 68 days. Now imagine doing that in less than a year. That's what the team at Alleva accomplished after partnering with GUIDEcx. Check out the full case study ⬇️ https://lnkd.in/eFjEmzK7 #CaseStudy #CustomerOnboarding #Efficiency
Alleva Reduces Client Implementation Time by 68%, Doubles Their Sales Team
https://www.guidecx.com
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